Host Team Leader

The Museum has an exciting opportunity for a professional to join the Visitor Experience Team as a Host Team Leader. Our large and diverse team of hosts interact with visitors, encouraging them to engage with Museum exhibitions and to enter conversation about our themes.

Working closely with another Host Team Leader, you will be responsible for the delivery of the Museum’s front-of-house operations, including:

- developing and facilitating daily host rosters, and responding and coordinating requests for leave
- identifying and assessing individual and team development needs, including conducting and completing individual workplace conversations, work plans and face-to-face performance management and documentation
- ensuring the smooth operation of front-of-house services and facilities, including proactively responding to emergencies and workplace health and safety (WHS) issues
- facilitating the effective delivery of information and collection interpretation to the team and visitors
- contributing to the management of the section by implementing policy and procedures, and effectively handling visitor enquiries, feedback, and complaint resolution in line with the Museum’s Client Service Charter
- completing administrative tasks in a timely and accurate manner, including the operation and management of the point-of-sale system, online/onsite ticketing systems and visitor booking queries
- working closely with colleagues and supervisors to ensure the efficient and professional operation of the section.

The incumbent will have proven experience in taking responsibility and achieving quality outcomes. They will be a methodical thinker who is flexible, adaptable, and experienced in dealing with ambiguity. They will be a strong communicator, with proven capacity to effectively plan and organise their own work and the work of others.

**Selection criteria**

Please provide a statement (500 words maximum) explaining how your skills, knowledge and experience will be relevant to the Host Team Leader role.
- Demonstrates experience supervising a large and diverse team, and works cooperatively, constructively, and inclusively in a dynamic environment.
- Demonstrates high-quality interpersonal communication skills, and the ability to resolve staff conflicts, visitor complaints and remain effective under pressure.
- Delivers and models customer service excellence in a high-volume visitor or guest environment.
- Demonstrates ability to gather, learn and communicate relevant information.
- Demonstrated knowledge of Aboriginal & Torres Strait Islander culture and/or the willingness to obtain cultural competency.

In general, positions at the Museum are described as ‘Identified positions’ to signify that our roles require an understanding of the issues affecting Australian First Nations peoples. Our staff also require the ability to communicate and engage respectfully, authentically, and ethically with Australian First Nations peoples, businesses, and communities to build trust and long-term relationships.

The Museum is also committed to ensuring a child-safe and child-friendly environment. All employees are expected to demonstrate a commitment to, and support for these principles in theory and practice.

**Eligibility**
- be an Australian citizen
- undergo a number of pre-employment checks, including a police record check
- hold and maintain a valid ACT Working with Vulnerable People registration.

**Note**

This is a full-time, rostered position of 155 hours per 28 days. The position works regular weekends, public holidays, and occasional evenings.